Not delivering requested service

Service very poor, was paying for 5 Meg/s account and on average was getting about 1Meg/s measured with more that one type of bandwidth testing program. When trying to reduce your package reduction also only take place 2 months after request. an e-mail is also not accepted as a formal request need to fill in their specific cancellation form , does not feel like they are focusing on customer service, just a "normal" South African company delivering bad service